Customer Success Manager (New Business)

Veeam Software   •  

MA

Industry: Technology

  •  

5 - 7 years

Posted 40 days ago

The position of CUSTOMER SUCCESS Manager (Existing Business) is a role in which a CSM will work remote to Veeam’s Boston office location and will work from a home office.

The duties may include, but and are not limited to:

  • Being a Team lead and mentor to a group of RRs to help drive higher renewal rates through CS
  • Build strong working and strategic relationships with clients, acting as a knowledgeable and trusted advisor for current product offerings as well as future expansion opportunities.
  • Create cross-sell and expansion opportunities w/ RR
  • Ensure that all Veeam team activities that touch the customerare in alignment with the customer's business objectives so the full potential of their Veeam solution can be
  • Act as an escalation liaison between the RR, customer,Veeam Technical Support, and Product Development to help resolve technical issues blocking product
  • Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth. Ensure there is a loop back mechanism to the
  • Provide CSM & Renewal management insight into CustomerHealth that includes current product adoption, issues blocking success and future renewal
  • Ensure there is clear and consistent collaboration and communication with the customer’s Veeam

Language Required

  • English

Responsibilities

Responsibilities/Principal Accountabilities

  • Work with the customer thru the onboarding phase, ensuring a timely and successful installation.
  • Build strong working and strategic relationships with clients, acting as a knowledgeable and trusted advisor for current product offerings as well as future expansion opportunities.
  • Partner with CSM Team for ongoing customer health and escalation management.
  • Help drive new case studies and references with assigned customers.
  • Work closely with the Renewals team to help drive high renewal rates.
  • Ensure that all Veeam team activities that touch the customer are in alignment with the customer's business objectives and use cases so the full potential of their Veeam solution can be realized.
  • Act as an escalation liaison between the customer, Veeam Technical Support, and Product Development to help resolve technical issues blocking product adoption.
  • Provide feedback to Product Management on key features or product limitations that are inhibiting usage and growth. Ensure there is a loop back mechanism to the customer. Ensure there is clear and consistent collaboration and communication with the customer’s Veeam Partner.
  • Work from home office or in one of the Veeam Headquarters.
  • Work with customers and Veeam Employees from a remote office location.
  • Travelling up to 20% of working time.

Qualifications

Qualifications (competencies, technical skills, experience, environment)

  • Strong organizational skills with the ability to effectively manage all activities, projects, requests, documentation, timelines etc.
  • Out of the box thinker comfortable communicating new ideas and proposals for CSM team improvements.
  • Excellent communications skills (verbal and written).
  • Possess patience, understanding and empathy in order to be effective in conflict resolution.
  • Ability to adapt to changes in roles and responsibilities; self-starter with a passion for customer success
  • Five (5) years of related work experience
  • Project management experience
  • Experience working in a post-sales Customers management role; preferably in a remote office role
  • Data-driven individual with experience measuring and communicating key customer success metrics such as current usage and key growth stats